We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 125400 results
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Decision Reference DRN-4454001
19 Mar 2024 Oodle Financial Services Limited UpheldConsumer CreditDRN-4454001 The complaint Mrs B is unhappy with the quality of the truck she acquired under a hire purchase agreement with Oodle Financial Services Limited trading as Oodle Car Finance (Oodle). When I refer to what Mrs B and Oodle have said, it should also be taken to include things said o... (5 pages)View decision -
Decision Reference DRN-4692323
19 Mar 2024 Albert Goodman Financial Planning Limited UpheldInvestmentsDRN-4692323 The complaint Mr H1 and Mr H2, on behalf of the estate of Mrs H, complain about delays that occurred during the surrender of a stocks and shares ISA, which was arranged by Albert Goodman Financial Planning Limited. What happened Mrs H held an ISA and a bond with Transact and Pr... (4 pages)View decision -
Decision Reference DRN-4672202
19 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4672202 The complaint Mr D complains about how Admiral Insurance (Gibraltar) Limited handled the claim he made on his car insurance policy and the market value applied to his car. What happened In September 2023, Mr D’s car was damaged in accident, so he called Admiral to claim on his ... (3 pages)View decision -
Decision Reference DRN-4605319
19 Mar 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4605319 The complaint Mr S complains about how American Express Services Europe Limited, trading as American Express, dealt with his claims for refunds of his purchases of a bed and some perfume. What happened In February 2022 Mr S ordered a bottle of perfume online, and paid £82 for i... (6 pages)View decision -
Decision Reference DRN-4690929
19 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4690929 The complaint Mr S complains that Santander UK Plc unfairly continued to apply interest and charges to his overdraft when he was in financial difficulty. What happened Mr S says that Santander provided him with a £2,000 overdraft on his current account in 2012 while he was a st... (4 pages)View decision -
Decision Reference DRN-4629703
19 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4629703 The complaint Mr K complains Admiral Insurance (Gibraltar) Limited (Admiral) unfairly settled his claim after his car was classed as a total loss. Admiral are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As A... (3 pages)View decision -
Decision Reference DRN-4689607
19 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4689607 The complaint A limited company, which I’ll refer to as ‘D’, complains that National Westminster Bank Plc (NatWest) defaulted its accounts. D’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr T’. What happened To briefly summarise: D held a Small... (7 pages)View decision -
Decision Reference DRN-4679841
19 Mar 2024 Legal and General Assurance Society Limited UpheldInsuranceDRN-4679841 The complaint Miss K has complained about the delay by Legal and General Assurance Society Limited in assessing her income protection claim. What happened The background to this complaint is well known to the parties so I won’t repeat it in detail here. In summary Miss K made a... (2 pages)View decision -
Decision Reference DRN-4609314
19 Mar 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4609314 The complaint Mr P complains about information given to him in a branch of Clydesdale Bank Plc, trading as Virgin Money. As a result, Mr P says this mismanaged his expectations, lost him credit interest and caused inconvenience. What happened In March 2023, Mr P visited a branc... (2 pages)View decision -
Decision Reference DRN-4689893
19 Mar 2024 Hargreaves Lansdown Asset Management Limited UpheldInvestmentsDRN-4689893 The complaint Mr H complains about the verification processes and restrictions that Hargreaves Lansdown Asset Management Limited (“HL”) have put in place in relation to his account. What happened Mr H has an execution only account with HL and now lives outside the UK. In Decemb... (7 pages)View decision
